Experiences in initiating Baldrige‐based quality in a NIST technical division

Within the National Institute of Standards and Technology (NIST), which administers the Malcolm Baldrige National Quality Award (MBNQA), a NIST technical division has initiated a Baldrige‐based effort to increase the effectiveness of its research and services. The Precision Engineering Division is responsible for providing US industry with practical access to the international and national standards of length and for conducting a diverse program of R&D and services in measurements and standards. These measurements and standards relate to industrial control of dimensional tolerances on features of manufactured goods. The start‐up of this Baldrige‐based effort reported factors such as has involved: introductory training of all staff on the basic concepts of the MBNQA and team processes; training on leading and facilitating teams and site visits to other agencies and industry organizations carrying out TQM‐type programs. This paper reports on employee‐identified successes and failures, managerial lessons learned, and some potential next steps in the start‐up effort’s further development.